Lead Project Manager, Client Implementation

Key Responsibilities

• Independently manages a complex book of onboardings, serving as the primary point of accountability from kickoff through completion.
• Establishes and communicates clear priorities to team members and project stakeholders across a concurrent book of onboardings, sequencing work based on risk, complexity, and client impact, and adjusting in real time as circumstances shift.
• Lets clients and partners know — kickoffs, stakeholder updates, and ongoing check-ins — anticipating and addressing concerns proactively.
• Sets and manages client and partner expectations throughout the onboarding lifecycle — translating technical realities such as data quality, timeline risk, and scope changes into clear, confident communication that maintains trust.
• Proactively mitigates delivery risk across the book of business, recommending and driving clear action plans to keep onboarding on track.
• Carefully coordinates with cross-functional partners (e.g., Client Experience, Sales, Support), ensuring each has the right information at the right time to keep upstream and downstream workflows moving.
• Brought structured, pattern-based thinking to onboarding delivery — surfacing recurring themes across accounts and driving scalable improvements within their own book of business.

Team Leadership & Development

• Directly manages and invests in the growth of an assigned subgroup of PM team members, including regular 1:1s, coaching, and performance development.
• Contributes to and coaches toward performance development for direct reports, providing regular real-time feedback in addition to completing formal review cycles.
• Owes first-line resolution of complex delivery or partner situations for direct reports, escalating with clear context and a recommended action plan when a decision genuinely requires it.
• Escalates complex and partner issues to the PMO Director and o Cross-Functional Partnership

Minimum Qualifications

• 6+ years of experience in project management, implementation management, or a related client-facing role.
• Demonstrated, independent management of complex, multi-stakeholder client onboardings or implementations.
• Experience in people management — has managed, mentored, or formally led others in a professional setting.
• Thrives in high-volume, deadline-driven environments; maintains quality and composure when managing competing priorities, with excellent written and verbal communication skills throughout.
• Leadership & Development
• Demonstrated skill in developing others — provides structured, actionable feedback and coaching to support real growth, whether built through direct management, mentorship, or other developmental relationships.
• Comfortable holding team members accountable for growth and performance, not just delivery.
• Problem-Solving & Process Improvement
• Strong proficiency in process design and problem-solving — able to translate patterns across a book of business into scalable improvements.
• Comfortable operating with ambiguity; synthesizes information from multiple sources to act without a playbook.
• Communication & Client Management
• Strong executive communication skills — confident presenting to and managing relationships with senior client and partner contacts.
• Tools & Systems
• Proficiency with project management tools (Zoho, Jira, Smartsheet, or equivalents).